Selling on WhatsApp in 2023
Today, selling on WhatsApp has become one of the most effective ways to do business. With over 2 billion active users worldwide, WhatsApp has become a key tool for companies looking to increase their reach and improve their customer service. In this article, we will discuss the advantages of selling on WhatsApp in 2023 and why choosing the WhatsApp Business API version is the way to go.
There are three versions of the application: WhatsApp for personal messaging, WhatsApp Business, and WhatsApp Business API. WhatsApp Business is a version specifically designed for businesses. It allows businesses to communicate with their customers more efficiently by providing features such as business profiles, quick reply uploads, catalogs, and tags to organize chats.
Many businesses use WhatsApp Business, but this has some disadvantages such as the inability to connect multiple devices at once and keep track of all attention centrally. Additionally, it also implies the need to have a mobile phone per agent and cover the corresponding line subscription. With this version of WhatsApp Business, it is also not possible to integrate management business systems, such as a CRM, configure specialized chatbots, or make effective mass reach shipments. While it allows broadcast messages, these only reach customers who have the company's contact saved.
Finally, WhatsApp Business API is a more developed version that, among other things, allows offering personalized services to your customers in a centralized mode. Below we will talk more in detail about its benefits.
What is WhatsApp Business API?
WhatsApp Business API is the version designed for businesses, which offers a wide variety of advanced functions to help businesses manage their conversations with customers efficiently. Below, we will highlight some of the most important features of this version and its potential to help businesses sell better in 2023.
Instant Communication:
Through WhatsApp, communication with customers is direct, where they are. This allows you to offer a faster and more efficient service, compared to other means of communication such as email or phone, while providing a better experience by generating a sense of closeness and trust that will facilitate the sales and loyalty process.
Integrated CRM:
The integration of a CRM (Customer Relationship Management) in WhatsApp is one of the most important features of the Business API version. This function allows companies to centralize the follow-up of conversations with customers, qualify them, evaluate the performance of their teams, and analyze the data collected to improve decision-making.
Multi-Agent WhatsApp and Team Segmentation:
Another important feature of WhatsApp Business API is the ability for several people, connected from different devices, to work together on the same account. This way, companies can have a complete team dedicated to customer service and sales on WhatsApp using a single number.
Design of Chatbots for WhatsApp:
With the Business API version of WhatsApp, companies can configure their own custom chatbots and program them to answer frequently asked questions, provide basic information, perform simple tasks such as scheduling appointments or tracking orders, and refer customers to the appropriate support agents when necessary. Additionally, custom chatbots can be configured to send automated messages when certain keywords or phrases are received, which can help companies provide faster and more effective customer service.
WhatsApp Marketing:
With this version, it is also possible to send mass messages. This means that companies can send personalized messages to a large number of customers at the same time. Mass messaging can be especially useful for companies that want to send promotions, appointment reminders, or important information. The advantage of this version over others is that the reach of the messages is effective, regardless of whether the customer has the business number saved or not.
Reports
WhatsApp Business API allows obtaining statistics to analyze and evaluate the performance and effectiveness of communication with customers, the performance of specific agents, and the performance of marketing campaigns. It provides information about the number of messages sent, response times, waiting times, the quality of automated messages, among other data that will help companies make informed decisions to improve their marketing strategy and customer service.
Icons to integrate on your website
Integrating the WhatsApp button on your website is useful so that your customers can communicate directly with the company in an agile and more comfortable way than calling by phone or sending an email.
In conclusion, incorporating WhatsApp Business API is a key strategy for any company looking to improve its customer service and increase its reach in the market.
Sales methods through WhatsApp Business API
Method through incoming messages
A simple example of how a sales circuit powered by the facilities of WhatsApp Business API can be:
- The customer contacts the company via WhatsApp.
- The bot asks for their information, automatically generating the lead in the system.
- The bot offers information about the products or services offered by the company.
- The customer chooses the product or service of their interest.
- The company's bot responds with detailed information about the requested product or service.
- The bot offers to continue with an agent to finalize the purchase or to continue browsing the products.
- In case of being referred to an agent, the bot will empower the seller with specific recommendations, according to the customer's interests, to expedite the sale.
Method through outgoing messages
- The company sends a mass message via WhatsApp about a special offer or specific product.
- The customer responds to the message.
- The bot interacts with the customer by offering relevant information to finalize the purchase or refers the conversation to an agent to close the sale.
How to start using Whatsapp Business API for sales?
To use this version of the app, it is necessary to hire a technology company that is officially integrated with it and can provide the necessary infrastructure to fully develop all the functionalities mentioned above.
Currently, there are several companies that offer this type of service, and below we will tell you what aspects you should consider when choosing one, which are the most relevant in the market, and the best alternative among them.
Let's talk about Optiwe, B2chat, Wati, and Callbell
If you are looking for a platform integrated with Whatsapp Business API, Multiagent, and Omnichannel, these names may sound familiar to you.
To compare their services in terms of functionalities and prices, it is important to analyze different aspects of each platform. Below are some of the characteristics of each one of them:
Optiwe
Features:
- Integration with WhatsApp, Facebook Messenger, Instagram, Web Chat, and SMS.
- Custom chatbots for automation of responses and referral to support teams, developed with advanced AI.
- Multi-agent and omnichannel platform to centralize all communications.
- Ticket management and conversation tracking.
- Unlimited conversation storage and history.
- Advanced analytics to measure performance and customer satisfaction.
- WhatsApp Marketing.
- Mobile App.
- Integrations with external systems.
- Personalized support via WhatsApp.
Pricing:
Optiwe offers a variety of plans designed to adapt to small, medium, and large companies, according to their specific needs and to accompany them in their growth.
The costs vary according to the level of development of the facilities included and the number of agents that connect. Unlike other platforms, they stand out for freely allowing connection in all supported channels, without additional cost.
The most economical plan that includes integration with WhatsApp Business API is USD 30 for a team of two agents with a cost of USD 5 per additional agent. They also offer the opportunity to try the product for free by connecting Facebook, Instagram, and Web Chat channels for a week.
Support:
Optiwe offers personalized support via WhatsApp in addition to free access to their web help center and online training for all their plans.
B2chat
Features:
- Integration with WhatsApp, Facebook Messenger, Instagram, Web Chat, and Telegram
- Automation of responses through standardized chatbots
- Ticket management and conversation tracking
- Integration with CRM platforms
- Semester storage
- WhatsApp Marketing
- Mobile App
- Multi-agent and omnichannel platform
Pricing:
B2chat's prices also vary according to the plan chosen based on the necessary features, the number of agents, and the number of communication channels to be integrated. The most economical plan that includes integration with WhatsApp Business API plus two additional channels is USD 80 for a team of two agents with a cost of USD 25 per additional agent.
Support:
It offers standard support service by email and access to its web help center. Personalized support has an additional cost of USD 100.
Wati
Features:
- Integration with WhatsApp
- Automation of responses through standardized chatbots
- Sending mass messages
- Ticket management and conversation tracking
- Multi-agent platform
- Integrations with external systems
- Mobile App
Pricing:
Wati's prices are based on the number of messages sent per month and the platform works exclusively with the WhatsApp channel. The most economical plan that includes up to a thousand conversations is USD 49 for a team of five agents with a cost of USD 30 per additional agent.
Support:
Standard support service by email and access to its web help center. Personalized support with an account manager has an additional cost of USD 500.
Callbell
Features:
- Integration with multiple communication channels (WhatsApp, Facebook Messenger, Instagram, among others)
- Ticket management and conversation tracking
- Advanced analytics to measure performance and customer satisfaction
- Multi-agent and omnichannel platform
- Integrations with external systems
- Mobile App
Pricing:
Callbell's prices also vary according to the plan chosen and the number of communication channels to be integrated. The most economical plan that includes up to a thousand conversations is USD 60 for one agent with a cost of USD 14 per additional agent.
Support:
A standard support service by email and access to its web help center. Personalized support is available starting from their USD 80 plan.
What is the best platform for selling through WhatsApp?
Regarding features, it can be seen that the four platforms have similar characteristics, such as integration with various channels, automation of responses through chatbots, ticket management, and conversation tracking. However, if you are looking for the best alternative, Optiwe stands out in several aspects that make it the most beneficial option on the market.
One of the main advantages of Optiwe is that integration with multiple communication channels, including WhatsApp Business API, Facebook, Instagram, Messenger, and web chat, is available for all plans, without the need to pay extra costs and allowing your company to have an omnichannel presence and be available to your customers anytime, anywhere. In comparison, Callbell focuses on WhatsApp and Facebook Messenger, while Wati focuses only on WhatsApp, and B2Chat also offers multiple channels but with additional costs for each integration. Thus, Optiwe has plans that adapt to the needs of small, medium, and large companies, allowing you to choose the solution that best suits your objectives and budget.
Optiwe also stands out for the development of customized chatbots, which allows configuring personalized conversations, compared to the standardized models of other platforms. In addition, its artificial intelligence technology detects intentions, which improves the quality of responses and customer satisfaction. Its team of experts in customer service will provide you with training and technical support via WhatsApp to ensure that you make the most of the platform and achieve your goals. In comparison, Callbell, Wati, and B2chat offer support but not to the personalized extent that Optiwe does.
In summary, Optiwe is the best option on the market if you are looking for an effective and omnichannel customer service platform, personalized, and highly efficient. While Callbell, Wati, and B2Chat are good options, Optiwe stands out in multiple aspects. Do not hesitate to contact us for more information on how Optiwe can help you grow your business!
Find us at Optiwe or write to us at our WhatsApp.
